Why This Job is Featured on The SaaS Jobs
Support engineering roles are often the connective tissue of SaaS operations, and this one sits at the intersection of end user productivity, security-minded IT controls, and reliable collaboration tooling. With Snowflake positioned as a mature cloud data platform, the scope suggests an environment where internal systems and processes need to work consistently at scale, not just be set up once.
For a SaaS career, the standout value is exposure to the operational backbone that enables product teams to ship and customer-facing functions to run. Experience with structured ticketing in ServiceNow, escalation judgment, and building repeatable SOPs maps well to how SaaS companies standardise internal support as headcount grows across locations. Working across tools like Okta, Jamf, and modern collaboration suites also builds a transferable foundation in identity, device management, and access hygiene that many SaaS organisations rely on.
This role tends to suit practitioners who enjoy hands-on troubleshooting while also improving systems through documentation, process design, and light project coordination. It aligns well with someone comfortable supporting a wide range of stakeholders, including executive users, and who prefers an onsite setup where hardware logistics and office readiness are part of the remit.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.
AS A SENIOR SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:
Develop business relationships and integrate activities with other ET departments to ensure successful implementation and support of project efforts
Work with local department managers to analyze and resolve problems associated with technical issues, and recommend solutions for changing needs
Provide Global support by managing tickets within our ET Service Management
Ticketing System (ServiceNow) and understanding when to escalate priority issues
Ability to follow standard operating procedures and quickly redirect problems to appropriate resources when needed
Ability to develop, document, and implement standard operating procedures and customer service guidelines relating to remote ET support and pass them down to the Level 1 help desk
Actively participate as a Global ET member and participate in global projects
Provide local A/V and video collaboration (Zoom) support
Prepare the office for new product or service releases and stay at the forefront of emerging industry practices, ensuring compliance with IT security and general controls
Responsible for maintaining local inventory accuracy and coordinating equipment
Prepare new hire hardware for deployment
Responsible for running weekly new hire orientation
Troubleshoot client-side network connectivity issues
OUR IDEAL SENIOR SUPPORT ENGINEER WILL HAVE:
Minimum of 5 + years experience supporting information technology infrastructure
Minimum of 2 years experience providing executive-level support
Demonstrated ability to manage and prioritize multiple problems and issues with minimal supervision, excellent organizational skills, a teamwork approach to work, but also act independently to solve problems with necessary
Excellent oral and written communication skills with strong interpersonal skills
Candidate must have the basic ability to manage projects and an understanding of project methodology
Strong troubleshooting and problem-solving skills, resiliency in the face of continual change, and ability to handle high demands
Strong experience with Mac OS systems at the user level
Experience with change control policies and procedures
Experience administering small-size corporate server rooms
Experience with the following applications: Zoom, Slack, Okta, Confluence, JIRA, ServiceNow
Office 365 Administration
Google Administration
Jamf Administration
Active Directory Administration
Must be able to work a flexible schedule, including overtime and after-hours work.
Onsite role
Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
How do you want to make your impact?
For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com
